How to Ask if the Customer Is Happy With the Work We Did

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How to Ask if the Customer Is Happy With the Work We Did

The only way that you'll be able to tell if a customer is happy with the work you did is to ask. Ask if the customer is happy with the work you did with help from the author of "How Organizations Deliver BAD Customer Service and Strategies that Turn it Around!" in this free video clip.

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Hi. This is Barbara Khozam, author of "How Organizations Deliver Bad Customer Service and Strategies That Turn it Around." My company helps businesses create loyal fans for clients in 30 days or less. In this segment, we are going to discuss how to ask the customer if they're happy with the work that we did. Customer feedback is crucial to knowing if we meet or, hopefully, exceed their expectations. See, the number one reason for all complaints is unmet expectations. So, if we don't know what they expect, we're not going to be able to deliver on that expectation. And, I suppose we could simply ask, "Are you happy with the work that we delivered?" You can certainly ask that, the problem is most people will say yes. So, I'm going to give you some additional questions you can ask customers and you can ask them in a variety of different formats. You can ask them face-to-face or via email. You can send a survey. You can them on the phone. You can do focus groups. You can do them all. I'll tell you what, my most successful clients are the ones who regularly survey their customers to make sure that what they're delivering is what the customers want. So, some additional questions you can ask would be, one, what made you decide to choose our business over other businesses? Number two, what can we do better than other businesses? Number three, how can we improve the experience you have with us? Number four, do you refer us to others and why? And the last question is one of my favorites, what other companies do you refer to your friends? And I really like that last one because it really tells you how you compare. If they also refer Walmart, Burger King and McDonald's, maybe a key value for them is low price and, that's okay, but you certainly want to know these things. So, remember, when you find out what your customers expect, you are more likely to meet and exceed them which will most likely lead to creating loyal, raving fans for clients. And that's what we all want, right? Once again, this is Barbara Khozam, author of "How Organizations Deliver Bad Customer Service and Strategies That Turn it Around."